The Money and Pensions Service (Maps) has launched a new digital appointment offering, Pension Wise Digital, to expand the Pension Wise service to more people and help meet customer needs in modern and digital ways.

The new service, which allows people to go through the process of a Pension Wise appointment in their own time, will sit alongside the existing Pension Wise telephone and face-to-face appointments.

It is intended to offer customers the equivalent guidance of a telephone or face-to-face appointment, but through a new digital interface, with a 94 per cent customer satisfaction rate recorded in early testing.

The new offering is specifically designed for those who would prefer to access expert pension support digitally rather than over the phone, with digital appointments available at any time, to help open the service to those who cannot commit to a working–hour appointment.

Pension Wise Digital users can also still receive support from pension experts, as the new digital service includes access to webchat, manned by MoneyHelper’s pensions specialists, ensuring all customers receive the most relevant guidance for their circumstances.

As with the existing channels for a Pension Wise appointment, Pension Wise Digital can be accessed by anyone over 50 with a defined contribution pension.

Maps also confirmed that “rigorous” broader user research and testing has taken place, including focused accessibility and neurodivergence testing, to ensure that Pension Wise Digital is accessible for all those who might want to use the service.

Commenting on the launch, Maps head of money and pensions policy, Jackie Spencer, said: “I am so pleased that we have launched Pension Wise Digital as a new digital appointment to Pension Wise.

“Pension Wise Digital will help to engage more people in their pensions and reach those who may have struggled to access the service before, so we’re looking forward to seeing how people make the most of this new service.

“Maps will continue to offer its face-to-face and telephone appointments for those who would still prefer to use these channels, so no matter how you’d like to communicate with an expert, there is a Pension Wise option for you.”

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